Supervisor, New Accounts and Documentation

Job Summary

Job Description

What is the opportunity?

Reporting to the Senior Manager, New Accounts and Documentation, the primary purpose of this position is to supervise and provide leadership to the team supporting time-sensitive requests.

In this role, you will be leading a team that oversees the timely and accurate processing of documentation for new accounts for all RBC Dominion Securities and RBC PH&N Investment Counsel clients.

You will engage with several key stakeholders to ensure forms are being processed effectively and efficiently. Furthermore, this position supports complex customer service situations, completes process oversight, provides new initiative / process implementation support, and maintains accurate department procedures / reference materials.

In addition, this position will hire, onboard, and train new team members as well as provide coaching, recognition and development for team members, foster teamwork, and manage succession planning.

The position is expected to work under minimal supervision and address escalated questions independently, seeking assistance from manager or other operations resources, as appropriate.

What will you do?

• Manage and supervise day-to-day activities of staff, including ensuring the timely processing of all items with a high level of accuracy in regards to applications and documents
• Serve as a subject matter expert for new account processes supported by team
• Liaise and provide customer service support for individuals requiring research, problem resolution, or securing information from other operations departments, RBC business units, external customers, etc.
• Accept and successfully execute change while supporting employees through the process, keeping them focused on business priorities
• Be responsible for and motivate the team to provide a high level of service and support to different lines of business by consistently meeting SLAs for all incoming and outgoing payments
• Mitigate operational / transactional risks through proactive measures, conduct operations process oversight for the new accounts processes to ensure adherence to department procedures and regulatory requirements
• Reduce risk, increase efficiencies, and enrich customer service by suggesting process changes and / or system modifications, as needed
• Participate in business requirement development, UAT testing, end-user training, and implementation support for enhancements and new firm initiatives for changing technology systems supporting department processes

What do you need to succeed?

Must-have

• Bilingualism (English and French) required, as you will regularly do business with partners across Canada
• In-depth knowledge of new accounts with strong desire to learn
• Exceptional people management skills, including conflict resolution, capacity planning, and coaching abilities
• Excellent problem solving and communication skills, and resourcefulness to complete tasks as required

Nice-to-have

• Post-secondary education in business, finance, or related field
• Advanced problem identification, analytical, and resolution skills required to support escalated issue resolution and / or oversight requirements associated with complex processes

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper.

We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program, including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to take on progressively greater accountabilities

Job Skills